Process for complaints

Tell us about your complaint. Staff will be happy to help if required.

Stage 1

Once the complaint is received, a staff/manager will acknowledge the complaint within 24 hours. A manager will try and sort things out within 7 days and notify you of the result.

Not satisfied – proceed with stage 2

Stage 2

If you wish to take it further your complaint can be passed to a member of YMCA Norfolk’s Executive Team for consideration. The Executive Team member will try to resolve the complaint within 7 days and notify you of the result.

Not satisfied – proceed with stage 3

Stage 3

You can ask for an appeal to be considered by YMCA Norfolk’s Chief Executive Officer. The Chief Executive Officer will consider the appeal and notify you of the result within 14 days.

Not satisfied – proceed with stage 4

Stage 4

Board of Trustees, final appeal which will be received/ heard at the next available Board meeting.

Not satisfied? Contact the Housing Ombudsman Service. More information can be found at www.housing-ombudsman.org.uk

YMCA Norfolk

Registered Address:
35-37 Exchange Street
Norwich
Norfolk
NR2 1DP

Registered in England No. 2067523
Registered Charity Number 801606

YMCA enables people to develop their full potential in mind, body and spirit. Inspired by, and faithful to our Christian values, we create supportive, inclusive and energising communities where young people can truly belong, contribute and thrive.